Call Center Representative (ONSITE)

MCI; Sydney; On-site; CAD 30,000 - 40,000; Full time

Benefits offered by this job

Paid time off

Full‑time health coverage supplement

Life insurance options

Career growth opportunities

Casual dress code

Job summary

MCI, located in Sydney, NS, is seeking onsite call center representatives to deliver exceptional customer service for inbound and outbound projects. Candidates should have a high school diploma and excellent communication skills. The role involves resolving customer issues, upselling products, and adapting to a fast-paced environment. Benefits include paid time off, health coverage, and career growth opportunities. Join a team-oriented environment with a focus on delivering quality service.

Qualifications

• 18 years of age or older.
• Typing speed of 20+ words per minute.
• Basic understanding of Windows operating systems.
• Highly reliable with regular attendance and punctuality.

Responsibilities

• Handle inbound and outbound calls for customer service.
• Achieve first-call resolution through effective problem-solving.
• Accurately document customer claims.
• Participate in meetings and stay current on program knowledge.

Skills

Excellent written and oral communication skills

Customer service orientation

Conflict resolution

Problem-solving

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Office (Excel, PowerPoint, Word, Outlook)

Job description

LOCATION

Sydney, NS

POSITION OVERVIEW

MCI is a fast‑growing tech‑enabled business services company delivering customer experience (CX), business process outsourcing (BPO) and related services across multiple industries. We are seeking onsite call center representatives to support inbound and outbound customer service and sales projects. The role includes handling customer inquiries, upselling products, and maintaining a high level of service quality.

POSITION RESPONSIBILITIES

Handle inbound and outbound calls to support customer service, technical support, and sales interactions. Interact with hundreds of customers weekly to resolve issues, sell new products, and deliver best‑in‑class experience.

• Conduct courteous, timely, and professional customer interactions.
• Achieve first‑call resolution through problem‑solving and effective call handling.
• Research systems for missing information and coordinate with departments as needed.
• Accurately document customer claims in appropriate systems.
• Lead fact‑finding conversations to determine best solutions for customers.
• Use knowledge base and training to answer questions while following required scripts, policies, and procedures.
• Maintain confidentiality of customer information.
• Escalate issues to appropriate staff and management.
• Participate in meetings, training, and review new materials to stay current on program knowledge and processes.
• Adhere to attendance and work schedule requirements.

CANDIDATE QUALIFICATIONS

Required qualifications:

• 18 years of age or older.
• High school diploma or equivalent.
• Excellent written and oral communication skills.
• Typing speed of 20+ words per minute.
• Basic knowledge of Microsoft Office (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating systems.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow‑up on customer issues.
• Aptitude for conflict resolution, problem‑solving, and negotiation.
• Customer service orientation (empathetic, responsive, patient, conscientious).
• Multi‑tasking, focus, and self‑management skills.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment with change and ambiguity.
• Excellent interpersonal skills and ability to build relationships with team and customers.

Preferred (not required):

• One year experience in customer service, technical support, inside sales, or contact center environment.
• State or federal work experience.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the role is based.
• Must submit a Level II background/security investigation with fingerprint; job offer contingent on results.
• Must submit to drug screening; offer contingent on results (not applicable in Canada).

COMPENSATION AND BENEFITS

Compensation is based on experience and may include competitive base salary, bonus, and incentives.

Benefits include:

• Paid time off and holidays.
• Full‑time health coverage supplement through Blue Cross.
• Life insurance options.
• Accident and critical illness supplemental insurance.
• Career growth with internal promotion opportunities.
• Paid training programs.
• Team‑oriented, engaging work environment.
• Casual dress code.

PHYSICAL REQUIREMENTS

Professional office environment; largely sedentary with use of computer and telephone headset. Occasional light physical tasks up to 40 pounds.

REASONABLE ACCOMMODATION

Policy consistent with ADA; provide reasonable accommodations upon request unless undue hardship. Contact HR for details.

DIVERSITY AND EQUALITY

MCI maintains a discriminatory‑free workplace. Employment decisions are made solely on merit and qualifications. The company will consider qualified applicants with criminal histories in compliance with local and federal requirements.